Ten Useful Metrics By: John Skelton, Senior Editor Positive sales results can hide a multitude of sins. A good set of key performance indicators will, over time, act as an enterprise’s “canaries in the mineshaft”, or early warning signals. Here are ten useful metrics used by firms who achieve best-in-class results in customer service: OTIF: [...]

By: John Skelton, Senior Editor Achieving great customer service is the concern of every progressive supplier. Firms involved in manufacturing, wholesale, and other similar commercial activities encounter customer service challenges that are distinct from those one might find in business-to-consumer relationships. Ultimately it is the consumer that drives demand up through the chain, although complex [...]